“Holiday booked .
Return flight has been cancelled trying to get hold fo on the beach is impossible as there so called live chat is just a BOT which asks the same question over and over .
Every number you call just sends you back to the BOT .
It is absolutely disgraceful customer service .”
“AVOID AT ALL COSTS!!! Our flights were cancelled for two weeks before On the Beach even thought to inform us, so we were left fretting the entire time. We’ve had this booked for 4 months and are due to fly in 2 weeks. Getting in contact with a human is near impossible and by the time you do, they’re unable to help as they’re not authorised to assist. We were finally emailed and offered new flights or a refund, to which I promptly responded. Only to then have our flights changed AGAIN in the app to those of a completely different airline, different airport and different times - NOT those that were offered, nor similar to our original flights. Have kept chasing an explanation in the email string over the past week but to no avail of course. Now live chat won’t even put me through to an agent at all. Pathetic excuse for a company and disgusting communication. They responded to my review on another platform saying my booking has been ‘flagged’ and they will be in touch yet no contact has been made of course, just as long as it looks to others like they're on the case! Never again!!!”
“Booked sunday today they cancelled saying price was wrong, already booked insurance. Was booking parking. Was birthday treat for wife and taking grandson as a pre high school treat, tried to send complaint but said booking number invalud, yes because you cancelled. Need took look somewhere trustworthy.”
“** DO NOT USE ON THE BEACH **
** DO NOT USE ON THE BEACH **
We booked a Package holiday with On The Beach at a good price and received all the booking paperwork .
2 days later we got a email saying it was cancelled due to a technical error with their suppliers but the exact same holiday with same dates is still advertised on their website but at a much higher price. To make matters worse you can not telephone or web chat with any humans at all. You just go round and round the system and never get anything sorted out.
On The Beach are the worst travel agents around.
Mr E Price”
“I used on the beach many times throughout the years I was happy with as I was able to speak to someone when waiting on live chat but now it is impossible to chat to some one live and cant speak to any one to resolve my issue. This is the last time ever I’ll use them”
“One of the most deceitful and misleading non existent customer agents! Their app does not let you get through an agent, it has been designed like that. getting through to a an agent is like trying to crack the code of Fibonacci! This will be my last time booked with them guaranteed even if it cost more to book with a travel agent that I can speak to a human if needed.”
“Absolutely disgusting customer service from this company dont deserve one star let alone 5 the company is a joke and has ruined my plans to celebrate my 60thbirthday nobody wants to help bots are rubbish just pass you round the houses I need human interaction not ai”
“After leaving a review on trustpilot telling how disgusted I was with the service l have been given a reply from Sammy she said they don't match prices l opened this on the beach and on the there is a revolving stream saying they match prices so who is right the website or what Sammy said as l a 77 year old age pensioner £50 is a big difference to me so I would appreciate a satisfactory reply”
“Booked a holiday to Turkey in June this year my booking has been completely changed booked 8 nights now down to 6 due to flight changes can't get hold of anybody paid £3800 do not use this shameful company!”
“Absolutely unacceptable experience with On the Beach.
I was clearly quoted £376 as the total cost to change my hotel and was explicitly told that any previous balance would be removed. Based on that information, I agreed to proceed.
After the change was processed, my balance suddenly increased to £592. This included charges I was told would be “wiped.” When I challenged this, I was then told that previous admin fees still apply — directly contradicting what I had been told before agreeing.
This is not just confusing — it is misleading. Customers are being shown one price to proceed, only to be charged significantly more afterwards.
The system is deliberately unclear, and customer service is inconsistent. One agent tells you one thing, another tells you something completely different. You are essentially making financial decisions based on unreliable information.
I now have to go through a formal complaint and a payment dispute to resolve this, which should never have been necessary.
I would strongly warn others: do not trust quoted amendment prices unless you get absolute written confirmation of the final total cost. Otherwise, expect to be charged more than what you were told.”
“No one to speak to the same answers all the time on live chat, it’s a disgrace. How the hell do you put in a complaint. I’ve messed up booking myself but absolutely no help whatsoever so ever.
Yes it’s my fault but I have a disabled sister and an autistic grandson, no bloody help whatsoever.”
“Never have I been left so angry when trying to book a holiday. As soon as we'd completed our booking l was suspicious, as the confirmation email didn't actually confirm our booking arrangements, but stated we should hear something within 24 hours.
Sure enough the next day we were informed by email that our chosen room wasn't available but, and I'm quoting them here "good news, we can offer an alternative upgraded room for a cost of £300 per person"!!
Yes that's right, they'd cocked up our booking and our £1900 holiday was now going to cost us £2500, and this was good news!
Surely they should be offering us the alternative room at their cost, as it was their error the booking went through on a room that wasn't available in the first place, or at least offer us the upgraded room at a reduced rate.
To make matters worse when I mailed to complain about their offer, I was told the room offered should have been £700 extra but they'd reduced it to £600. This was a bare faced lie, to check, I went on their website and costed a room superior to the one they'd offered and it came out at less money!
I actually thought we were being blackmailed, thank goodness that at this stage no money had been taken out of my account. The only positive out of all this is that I went on the webchat service and managed to arrange a refund without too much hassle.
I've now took my business elsewhere to re-book our holiday.”
“I had book a holiday for me and friends with On The Beach on 9th Feb to fly on 2nd April 2026 but On the Beach team suddenly cancel my outbound flight without my notice so I am trying to contact them to find out the reason from last 2 days. Live chat is a bot which is unable to answer my queries so I asked for customer service executive to talk but it is closing the chat saying are executives are busy and also I even tried calling using telephone numbers it is same issue as calls are answered by the bot too. I am really getting frustrated now. I don't recommend at all booking with On the Beach. it is hell of experience when we have an issue. My booking ref MYB14856361B.
This is the replay from getting from live chat from last 2 days. Even tough I am chatting with them in the working hours and I am not related Rynair issue
"You've caught us when we're out of hours, sorry!
We are aware Ryanair have updated schedules and we know many of our customers have been affected. We are receiving large volumes of live chats at the moment and to avoid putting you in a long queue we’ve closed the chat for now.
Please click on the update flight information button and follow the steps to accept, change or cancel your flights and our team will be in contact soon"
@On The Beach Team, Can you please read my comment before replying. I am not flying with Rynair but I am flying with SunExpress to Antalya . I had even called SunExpress to find out why my outbound ticket is cancelled, their clearly said it is cancelled by the On The Beach team not SunExpress team so their told me to speak to On The Beach Team why their cancelled. So don't give generic replay to the comments to cover your mistakes.”
“Been using them for a few years in the past , this year we tried to book an all inclusive for me my wife and our three children, went for a 10 days holiday and guess what , we get the price for 10 days but we are actually spending only 8 days in the actual resort, we are paying for the flights (which are strategically chosen, not many options given unless you agree to pay extra something like 2-3 more days , value wise) and we also pay the holiday cost during the times we are travelling and not actually spending any time in the resort. Disgraceful definitely not using them again and will make as many people as possible aware of their doing”
“Booked a holiday through On The Beach and I genuinely wish I hadn’t. When the hotel turned out to be a full-scale construction site with closed pools, rebar on walkways, worn rooms and barely any facilities open, I naturally expected some support. What I got instead was an impressive display of corporate finger-pointing.
Their go-to response seems to be: “It was stated at the time of booking.”
Can I verify that? Absolutely not. Did they offer any evidence? Also no. Just the same copy-paste script and zero accountability.
Every interaction felt like pushing a boulder uphill. No empathy, no solutions, no ownership — just deflection and passing the buck to the hotel. Considering they’re happy to take the booking and the money, you’d think they’d take some responsibility when things go wrong. Instead they’ve been about as useful as a chocolate teapot.
A travel agent’s job doesn’t end at the ‘Book Now’ button. If you want peace of mind, service, or even the faintest chance of help when your holiday goes sideways, look elsewhere. On The Beach offers none of that.
Avoid if you value your sanity (and your holidays).”
“I am extremely disappointed with the way my booking was handled and, more importantly, how I was treated as a disabled customer.
The advisor I dealt with was dismissive and abrupt. I repeatedly explained that due to my disability I needed to speak on the phone, yet my requests were ignored and my concerns brushed aside. There was no empathy, no effort to understand, and no reasonable adjustment offered.
I downgraded my booking from half board to bed and breakfast. The pricing structure clearly showed a minus amount before I proceeded, indicating that the change would reduce the total cost. Despite this, I have now been charged over £300 more. This was never explained properly, and when queried, the response was vague and unhelpful.
I feel misled, overcharged, and frankly robbed. Being given one price, proceeding in good faith, and then being charged significantly more is unacceptable. Even worse is how my disability was treated as an inconvenience rather than something that required basic understanding and care.
This experience has left me feeling lied to and completely dismissed. Please do not respond to this with an automated response. If you are not willing to genuinely contact me, review what happened, and address this properly, then this complaint will only reinforce how poorly this situation has been handled.”
